Refund policy
REFUND & RETURNS POLICY — TRUE ORGONITE LTD
Last updated: 23 July 2026
1. ABOUT THIS POLICY
This Refund & Returns Policy applies to purchases made through trueorgonite.com.
The website is operated by:
True Orgonite Ltd
Company number: SC888691
Registered in Scotland
13 Holmwood
Largs
Scotland
KA30 8RY
United Kingdom
Email: hello@trueorgonite.com
This policy should be read together with our Terms of Service and Shipping Policy.
Nothing in this policy limits or replaces your statutory consumer rights.
2. OUR 30-DAY RETURNS POLICY
In addition to your statutory rights, True Orgonite offers a 30-day voluntary returns policy on eligible products.
You may request a return within 30 days after receiving your item.
For returns made under this voluntary policy after your statutory cancellation period has expired, the product must normally:
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Be unused.
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Be unworn where applicable.
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Be in substantially the same condition in which you received it.
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Include its original packaging where reasonably available.
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Include any accessories or components supplied with it.
We may ask for your order number, receipt or other reasonable proof of purchase.
This voluntary 30-day return policy does not reduce the additional rights you may have under consumer law.
In particular, the stricter condition requirements above do not override your statutory right to reasonably inspect goods during the legal cooling-off period.
3. UK STATUTORY 14-DAY CANCELLATION RIGHT
If you are a UK consumer purchasing goods online, you normally have a statutory right to change your mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Unless an exemption applies, you have 14 days after the day you receive the goods to tell us that you wish to cancel.
You do not need to provide a reason.
After notifying us of your cancellation, you normally have a further 14 days to send the goods back.
Where an order is delivered in multiple parts, the applicable cancellation period may run from receipt of the final item where required by law.
To cancel, contact:
A clear statement that you wish to cancel is sufficient.
You may also use the Model Cancellation Form included in our Terms of Service, but using that form is not compulsory.
4. HOW TO START A RETURN
To arrange a return, contact:
Please include where possible:
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Your name.
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Order number.
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Product being returned.
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Reason for return, if you wish to provide one.
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Photographs where the item is faulty, damaged or incorrect.
We will provide the appropriate return instructions and return address.
Please do not send a product to an address until we have confirmed where it should be returned.
This is particularly important because True Orgonite works with Creators in several countries and the appropriate return location may differ from the original dispatch location.
Requiring you to contact us for return instructions does not prevent you from exercising a statutory right to cancel or return faulty goods.
Statutory rights are not subject to discretionary “approval” by True Orgonite.
5. WHERE RETURNS ARE SENT
True Orgonite Ltd is the contracting seller for purchases made through trueorgonite.com unless expressly stated otherwise before purchase.
However, products may be created, stored and dispatched by independent Creators acting as suppliers or fulfilment partners for True Orgonite.
For this reason, an authorised return may be sent:
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To True Orgonite Ltd.
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To the Creator who fulfilled the order.
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To another designated return location.
Where a Creator receives a returned product on our behalf, True Orgonite Ltd remains responsible for dealing with your return and any refund owed to you.
We will provide the correct address after you contact us.
Do not assume that the original sender's address is the correct return address.
6. CHANGE-OF-MIND RETURN COSTS
Where you exercise your statutory cancellation right simply because you have changed your mind, you are normally responsible for the direct cost of returning the goods, provided you were informed of this responsibility before purchase.
The same applies to eligible change-of-mind returns made under our voluntary 30-day returns policy unless we agree otherwise.
We recommend using an appropriately insured or tracked return service for valuable products.
You remain responsible for taking reasonable care of the returned product while it is in your possession.
7. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
You will not be required to bear reasonable return costs where goods need to be returned because they are:
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Faulty.
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Damaged.
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Incorrectly supplied.
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Not as described.
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Otherwise not in conformity with your statutory rights.
Where appropriate, we will:
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Provide a prepaid return method;
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Arrange collection; or
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Reimburse reasonable return postage.
Please contact us before paying unusually high international return costs so that we can provide appropriate instructions.
8. INSPECTING GOODS DURING THE CANCELLATION PERIOD
During your statutory cancellation period, you are entitled to inspect and handle the product to establish its nature, characteristics and functioning in broadly the same way you could examine it in a physical shop.
You do not automatically lose your statutory cancellation right merely because:
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You opened the shipping package.
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You removed the product from its packaging.
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You reasonably inspected the product.
However, you are responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.
Where permitted by law, we may make an appropriate deduction from a cancellation refund to reflect that reduction in value.
This does not apply where you are exercising rights because the product is faulty or otherwise does not conform to the contract.
9. ORIGINAL PACKAGING
We ask customers to retain and use original packaging where reasonably possible because many True Orgonite products are fragile handmade pieces.
However, lack of original packaging does not automatically remove a statutory right to cancel or a right relating to faulty goods.
For voluntary returns outside the statutory cancellation period, we may require the product to be returned with its original packaging where reasonable as a condition of our additional 30-day goodwill policy.
Products must always be packaged appropriately to prevent damage during the return journey.
10. REFUNDS FOR STATUTORY CANCELLATIONS
Where you validly exercise your statutory cancellation right, we will refund:
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The price paid for the cancelled goods; and
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The cost of our least expensive standard delivery option where applicable.
If you chose a more expensive delivery service than our standard delivery method, we are not required to refund the additional amount paid for that premium service unless applicable law requires otherwise.
We may withhold the refund until:
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We receive the goods back; or
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You provide evidence that you have sent the goods back,
whichever occurs first, where permitted by law.
We will issue the refund within the timeframe required by applicable law and normally within 14 days after receiving the returned goods or acceptable evidence of return, as applicable.
11. REFUNDS UNDER OUR VOLUNTARY 30-DAY POLICY
Where you return an eligible product under our voluntary 30-day returns policy after your statutory cooling-off period has expired, we will normally refund the purchase price of the returned product after it has been received and checked.
Unless required by law or expressly agreed otherwise:
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Original delivery charges are not refundable for voluntary change-of-mind returns outside the statutory cancellation period.
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You are responsible for return shipping costs.
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The product must satisfy the condition requirements in Section 2.
This voluntary policy does not affect statutory rights.
12. HOW REFUNDS ARE PAID
Approved refunds will normally be issued to the original payment method used for the purchase.
We will not normally provide a refund to a different card, bank account or payment method.
Once True Orgonite issues a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
That banking or payment-processing period is outside our direct control.
If you believe a refund has not appeared within a reasonable period after we confirm that it has been issued, contact:
13. FAULTY GOODS — YOUR UK CONSUMER RIGHTS
The voluntary 30-day returns policy is separate from your rights where a product is faulty.
Under the Consumer Rights Act 2015, goods supplied to UK consumers must be:
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Of satisfactory quality.
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Fit for any particular purpose made known to us where the legal requirements are met.
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As described.
If goods do not meet these requirements, statutory remedies may apply.
14. 30-DAY SHORT-TERM RIGHT TO REJECT FAULTY GOODS
For most goods, UK consumers have a statutory 30-day short-term right to reject goods that do not conform to the contract and receive a refund.
This is different from our voluntary 30-day change-of-mind return policy.
You do not need to return a faulty product in unused condition simply to exercise your legal rights.
Contact:
We will arrange an appropriate solution.
15. FAULTS DISCOVERED AFTER 30 DAYS
Your rights do not necessarily end after 30 days.
Depending on the circumstances, where a fault becomes apparent after the short-term right to reject has ended, you may have rights including:
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Repair.
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Replacement.
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Price reduction.
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Final right to reject the goods and obtain a refund.
Where repair or replacement is appropriate, it must be provided in accordance with applicable consumer law.
Because many True Orgonite pieces are unique handmade products, an identical replacement may not always be possible.
Where that occurs, we will discuss an appropriate remedy with you.
Statutory rights may continue beyond the periods covered by our voluntary returns policy.
16. DAMAGED PRODUCTS
Please inspect your order when you receive it.
If a product arrives damaged, contact us as soon as reasonably possible:
Where possible, provide:
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Your order number.
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Photographs of the product.
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Photographs of the outer packaging.
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Photographs of internal packaging.
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A short description of the damage.
This helps us establish whether the damage occurred during manufacture, packing or delivery and allows us to pursue any appropriate claim with the Creator or carrier.
Providing photographs is helpful but does not remove your statutory consumer rights.
Please retain packaging until we confirm whether it is required for a carrier investigation.
17. WRONG OR MISSING ITEMS
If:
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You receive the wrong product.
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A product is missing from your shipment.
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You receive another customer's order.
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The quantity supplied is incorrect.
contact:
We will investigate and arrange the appropriate correction, replacement or refund.
You will not be required to pay reasonable costs necessary to correct an error for which True Orgonite or a Creator fulfilling the order on our behalf is responsible.
18. HANDMADE VARIATIONS
True Orgonite products are handmade.
Reasonable variations in matters such as:
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Resin pattern.
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Crystal positioning.
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Metal placement.
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Colour.
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Finish.
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Weight.
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Dimensions.
may occur.
Such variations are not automatically defects where the item remains materially consistent with its product description and photographs.
However, the handmade nature of a product does not allow us to supply something materially different from what was described or of unsatisfactory quality.
Your statutory rights remain unaffected.
19. CUSTOM AND PERSONALISED PRODUCTS
The statutory 14-day change-of-mind cancellation right generally does not apply to goods that are:
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Made specifically to your specifications; or
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Clearly personalised.
Examples may include a product made with:
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A customer's requested name or wording.
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A unique personalised design.
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Customer-selected bespoke materials.
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A genuinely bespoke specification created specifically for that customer.
Where this exception applies, we will aim to make that clear before purchase.
Handmade does not automatically mean personalised
A product is not automatically exempt from cancellation simply because it is handmade or produced after an order is placed.
A normal product made from a Creator's standard design may still be subject to statutory cancellation rights.
Even where a personalised or bespoke product is exempt from change-of-mind cancellation rights, your rights concerning goods that are:
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Faulty.
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Damaged.
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Unsafe.
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Not as described.
remain unaffected.
20. EXCHANGES
True Orgonite does not guarantee direct exchanges because many products are unique pieces made by individual Creators.
Where you would like a different product, the simplest process will normally be:
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Arrange the return of the original eligible product.
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Receive the applicable refund.
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Place a new order for the product you want.
Where an alternative solution is practical, we may arrange it with you.
Your statutory remedies for faulty goods are separate from this voluntary exchange process.
21. SALE AND DISCOUNTED PRODUCTS
Products purchased during a sale or promotion have the same statutory consumer rights as products purchased at full price.
A discount does not remove your rights where a product is faulty, damaged, misdescribed or subject to statutory cancellation rights.
Unless a specific lawful exception is disclosed before purchase, eligible discounted products are also covered by our voluntary 30-day return policy.
22. EU CUSTOMERS
Consumers in the European Union purchasing online generally have a 14-day right of withdrawal from distance contracts, subject to applicable exemptions.
For goods, this period generally begins when you receive the goods.
After notifying the seller of withdrawal, EU consumers generally have a further period in which to send the goods back in accordance with applicable law.
The customer will normally bear the direct cost of returning a change-of-mind item where they were informed of this responsibility in advance.
EU consumers may also benefit from statutory rights relating to defective or non-conforming goods under applicable EU and national consumer law.
Nothing in this Refund Policy is intended to remove mandatory consumer protections available to customers in their country of residence.
23. CUSTOMERS OUTSIDE THE UK AND EU
Consumer laws vary between countries.
Our voluntary 30-day return policy applies to eligible purchases regardless of destination unless:
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A product is expressly excluded for a lawful reason; or
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Local law provides greater mandatory rights.
Where the law of your country gives you stronger mandatory consumer protection than this policy, those mandatory rights are not removed by this policy.
International customers should contact:
before returning an item so that we can provide the appropriate international return instructions.
24. CUSTOMS CHARGES AND REFUSED PARCELS
International customers should refer to our Shipping Policy for information concerning import VAT, customs duties and carrier charges.
Please contact us before deliberately refusing an international shipment because of a customs charge.
Refusing delivery or failing to collect a parcel does not by itself necessarily constitute notice that you wish to exercise a statutory cancellation right.
To make your intention clear, contact:
Your statutory rights remain unaffected.
25. RETURN SHIPPING AND PROOF OF POSTAGE
Where you arrange the return yourself, we strongly recommend:
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Obtaining proof of postage.
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Using tracking where appropriate.
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Using adequate insurance for higher-value products.
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Packaging the product securely.
Please retain your return receipt or tracking information until your refund has been completed.
Where the return is being made because the goods are faulty, damaged, incorrect or misdescribed, contact us first so we can arrange or agree the appropriate return method.
26. PRODUCTS LOST OR DAMAGED DURING AN AUTHORISED RETURN
Responsibility for a returned parcel can depend on who arranged the return and the circumstances involved.
Where True Orgonite provides a return label, collection service or other specified return method, follow the instructions supplied.
Where you independently arrange a change-of-mind return, you should use a suitable delivery service and package the item appropriately.
Nothing in this section removes any legal responsibility that applies to True Orgonite.
27. CANCELLING BEFORE DISPATCH
Contact us as quickly as possible if you wish to cancel an order before it is dispatched:
Where possible, we will stop fulfilment and cancel the order.
Because products may be fulfilled by independent Creators, we cannot guarantee that an order can be intercepted once preparation or dispatch has begun.
This does not remove any statutory cancellation right that subsequently applies.
For genuinely personalised or made-to-specification products, cancellation rights may be restricted once the applicable legal exemption applies.
28. REFUND FRAUD AND ABUSE
We reserve the right to investigate return requests where we reasonably suspect:
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Fraud.
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Deliberate damage.
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Substitution of products.
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False claims.
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Abuse of our voluntary returns policy.
This does not allow us to refuse a legitimate statutory consumer right.
29. CHANGES TO THIS POLICY
We may update this Refund & Returns Policy from time to time to reflect:
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Changes in consumer law.
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Changes to our Creator network.
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Changes to our fulfilment arrangements.
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Changes to our voluntary return programme.
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Changes to our business operations.
The latest revision date will appear at the top of this page.
Changes to our voluntary policy will not retrospectively remove statutory rights or rights already forming part of an existing contract.
30. CONTACT US
For returns, refunds, damaged products, faulty products or order problems, contact:
True Orgonite Ltd
Company number: SC888691
Registered in Scotland
13 Holmwood
Largs
Scotland
KA30 8RY
United Kingdom
Email: hello@trueorgonite.com
Website: trueorgonite.com
True Orgonite Ltd
From Belief to Knowledge.
Knowledge over belief. Quality over quantity.